Returns
Refund and Returns Policy
EpoLume accepts return or refund requests only when an item arrives damaged, defective, incorrect, or materially different from the confirmed order details. Please contact [email protected] before sending any item back.
Return Eligibility
You may request help within 15 days of delivery if your order arrives damaged, defective, incorrect, or materially different from the product information or confirmed order details. We do not accept general returns for buyer’s remorse, preference changes, size preference, color preference, or items that were ordered correctly and delivered as described.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, incorrect, or affected by shipping damage, email us with your order number, delivery date, and clear photos of the product, packaging, and shipping label. We will review the case and offer an appropriate solution, such as replacement, repair, partial refund, or refund.
Custom and Handmade Items
Because EpoLume products are handmade resin lamps and decor pieces, small handmade variations may occur and are not considered defects. Custom, personalized, made-to-order, or modified lamps are not eligible for return unless they arrive damaged, defective, incorrect, or materially different from the confirmed order details.
Return Shipping
Please do not send any item back before contacting us. If a return is approved because of production damage, shipping damage, a defect, or an incorrect item, we will provide return instructions and support the appropriate return, replacement, or refund process. Items must be packed carefully to avoid additional damage during return transit.
Refunds
After we review the issue or receive and inspect an approved return if one is required, we will notify you of the refund status. Approved refunds are returned to the original payment method. Your bank or payment provider may need additional time to post the refund.
How to Report an Issue
Email [email protected] with your order number, delivery date, a short description of the problem, and clear photos if the item is damaged, defective, incorrect, or affected by shipping damage.